Player Experience Manager

BCLC exists to generate win-wins for the greater good.
 

For our people, our players, our communities, our industry, and our planet.
 

Lottery | Casino | Sports
 

Being a social purpose company, we are not only able to better align our business decisions with our purpose, but more importantly, we are committing to doing our part in creating a better world.

We bring our purpose to life by ensuring all our actions, behaviours and decisions create benefits for communities and the planet.

Motivated and guided by our social purpose, everything we do must benefit the greater good. And we encourage our employees, partners, players, industry and communities to engage with us on this ambition.

  We want you to be where you feel you can do your best work. Most of our jobs can be done remotely providing you reside in BC.
 

  For those who prefer working in a community with others, we have two beautiful offices in convenient locations: 
 

                2940 Virtual Way, Vancouver | 74 Seymour Street W, Kamloops
 

  This is a Permanent, Full Time opportunity

  Expected Salary Range: $101,122.00 - $126,403.00 - $158,003.00 
 

                Our typical hiring range will be +/- 5% of the midpoint shown above
 

                 Factors influencing this decision include qualifications and market conditions for the role

The Company
 

For over three decades, BCLC has delivered exceptional gambling entertainment for British Columbians. To fulfill our social purpose we have a vision to revolutionize gambling entertainment through engaging experiences that build and benefit communities. We operate national and provincial lotteries in partnership with 3500 retail partners, provide the games, technology & oversight to 37 brick & mortar casinos, and operate a safe secure and 100% legal online gambling presence PlayNow.com. In our recently completed fiscal year, BCLC generated a record $1.6 billion in net income to the Province of B.C. to support First Nations, local host governments, health care, education and community programs across the province.

Job Summary:

The Player Experience (PX) Manager holds a crucial leadership position in driving player experience and advancing BCLC’s vision of becoming a player-centric organization. Serving in a client management role, they act as a vital liaison between BCLC’s Player Experience function (PX, UX and Research) and Line of Business (LOB) leaders, facilitating both strategic initiatives and core operations. They play a pivotal role in promoting PX throughout the organization by incorporating player empathy, design thinking methodologies, and collaborative approaches into BCLC's experience design processes.

They promote collaboration by actively sharing insights, concepts, frameworks, and best practices related to customer experience management to enhance BCLC's capability development.

Key Accountabilities: 

• Relationship Building: Cultivate and maintain strong relationships with key client roles within the LOB, fostering collaboration and alignment.
• Alignment and Support: Understand LOB strategies and roadmaps to ensure alignment with PX department priorities, advocating for player data and user-centric design integration.
• End-to-End Design Oversight: Oversee the complete design process, acting as a project manager to ensure the execution of key PX artifacts outlined in the design process.
• Escalation Point: Serve as an escalation point for challenges encountered by designers, analysts, or leaders during the delivery of PX artifacts, collaborating with LOB partners for resolution.
• Workshop Facilitation: Plan and facilitate design workshops in partnership with UX, Research, and other stakeholders during projects to drive collaboration and innovation.
• Player Insights: Develop a deep understanding of players and the insights collected about them, providing input and guidance to LOB partners.
• LOB Awareness: Stay informed about the drivers and challenges within the LOB, as well as key consumer and industry trends impacting players.
• Pain Point Identification: Identify player pain points and opportunities across player journeys in supported LOBs, ensuring understanding by LOB partners.
• Voice of Customer (VOC) Program: Contribute to the design of the VOC program for specific LOBs, leveraging insights to drive improvements.
• Visibility into UX and Research Work: Maintain awareness of UX and research work supported by the PX function for LOBs, ensuring alignment with strategic objectives.
• Player Insights in Meetings: Participate in LOB meetings, providing player insights and perspectives to teams supporting the delivery of Player Experience.
• Leadership in Cultural Initiatives: Play a leadership role in planning internal events and team training aimed at building a player-centric culture within the PX department (e.g., symposiums, player appreciation events, CX training, etc.).

Minimum Required Qualifications:
Education and Experience

• A Bachelor’s degree in a related discipline; 
• 5-7 years of related experience in customer experience management, design, research, product management, leadership, change management 
• An equivalent combination of education and/or experience may be considered.

Technical Requirements:

• Strong client management and relationship-building skills.
• Project management experience, particularly in design processes.
• Excellent communication and facilitation abilities.
• Analytical mindset with a focus on player insights and data.
• Understanding of UX design principles and research methodologies.
• Strategic thinking with the ability to align initiatives with business goals.
• Leadership qualities to drive cultural initiatives and team development.
• Solid business acumen that includes literacy in areas of customer strategy, development customer experience management, product management, finance,  research, and operations.
• Solid knowledge of BCLC business portfolio as well as knowledge of stakeholders within BCLC is an asset
• Strong  communication skills and the ability to explain complex information in an effective manner. Demonstrates strong presentation and data visualization skills;
• Certifications in customer experience management, product management and or design thinking an asset.  
• Excellent interpersonal skills;
• Ability to act on own initiative, exercise sound judgment and prioritize tasks with the experience and confidence to know when to ask for support;
• Ability to work with a high degree of accuracy and attention to detail.

What’s in it for you

• Defined benefit pension plan which provides a recurring income you can depend on for life throughout retirement
• We pride ourselves on our flexible working model which supports work-life integration and our 37.5 hour work week
• Professional development including education/certification sponsorship, in house leadership cohorts, LinkedIn Learning
• See all our rewards here
   

However you identify, or whatever your path in life, if you see something here that makes you excited to get to work every day, please apply. We hire people for skills, capabilities and potential, not just education and experience.

We value Respect, Integrity and Community, and we provide an inclusive environment where everyone can feel like they belong.

Our social purpose is much more than returning 100% of net income to the province in the form of healthcare & education programs, and community gaming grants. Check it out!

Did you know BCLC is an industry leader in player health and safe & responsible gambling? Find out more!

If you require accommodation so you can be at your best in the interview, please let us know: recruitment@bclc.com.

All candidates must be at least 19 years of age and legally eligible to work in Canada